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Buyer claims they did not receive the item. What can I do?
Summary: chair96 is facing an issue with a buyer who claims not to have received an item, despite tracking information showing it was delivered. The buyer initially filed an "item not received" request and has now opened a return request, stating they only received the packing label without the item. chair96 is seeking advice on how to handle the situation, as they are relatively new to selling on eBay.
Hi, so I'm dealing with a buyer that is claiming they did not receive the item. Originally, they opened an "item not received" request, saying they didn't receive the item, and they think the posting was a scam. However, I messaged the buyer stating that the USPS tracking number shows that it was in fact delivered. Then they closed the request and now they have opened a return request, stating that all they received in the mail was the packing label, but no item. I asked if they contacted USPS and they said they did and that USPS told them this is a common scam so they have flagged it as fraud. To be clear, I shipped the item in a square 8x8x8 USPS box.
How should I proceed? I don't sell that much on eBay and never encountered a situation like this so any help would be much appreciated. Thank you!
comics-scifi-collectibles
MentorSep 6, 2026 at 3:19 PM@chair96 Sorry for the delay in responding, life has been busy. Advise the buyer that they should provide a copy of the USPS notice that says it was delivered empty.
Unfortunately eBay is most likely going to rule in the buyers favor.
If the buyer files a refund request SAYING that the item is not as described then you need to accept the return and issue the return shipping label.
The eBay Money Back Guarantee overrules your returns policy. Your return policy is only for buyers remorse refund requests such as doesn't fit, changed mind, etc.
If you do not accept the return willingly then the buyer can ask eBay to step in and force a refund. You do not get your seller's fees back, you get a defect and the buyer may be allowed to keep the item.
If the buyer abuses the eBay MBG in some way then you can report them but it doesn't get your money back:
https://www.ebay.com/help/selling/resolving-buyer-issues/report-issue-buyer?id=4084&st=
Sellers have protection for return abuse if they offer FREE RETURN shipping on their listings OR if they are a Top Rated seller and offer 30 days or greater returns. The seller can then reduce the refund amount by up to 50% if the buyer sends a different item or somehow reduces the value of the item.
Seller protection:
https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=12&pos=4&query=Seller%20protections&intent=seller%20protection&context=DEFAULT_SELLER